User Support Technician, Census

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

As we carry on work during the COVID-19 pandemic, please note that you may be required to work from home.

In your PSRS questionnaire responses, clarity, coherence, conciseness as well as appropriate attention to detail (spelling, grammar and relevance to the factor being substantiated) will be used to evaluate the essential qualifications. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities or to refer to your resume. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples.

Along with your CV, you need to provide the contact information (names, phone number and email address) of two professional references, including the name of your current supervisor and a supervisor within the last 3 years.

Duties

- Receives routine client service requests, logs and prioritizes client requests in the Service Request Management (SRM) Software and reviews these requests to ensure they are clear and to determine appropriate actions.
- Provides support and assistance to users/clients for workstations and application related issues.
- Prepares and updates documentation and inventories.
- Installs and configures peripheral hardware, operating systems and applications using documented procedures.
- Administers user accounts, access privileges, account numbers and passwords including the management of STC's Network Use Policy and maintaining access control to various informatics services.
- Functions as the problem "owner" for assigned service requests by monitoring and exchanging information with service areas during the routine case resolution process, assisting in maintaining user-friendly journals that keep clients updated on case progress and status, and following-up with clients to ensure problems are resolved to their satisfaction.
- Identifies, diagnoses and resolves basic technical problems on workstations and connectivity problems including security and virus issues using scripted question/answer dialogues, diagnostic procedures and tools. Escalates cases to second level support service teams and technical experts as appropriate.
- Other duties as assigned.

Work environment

Statistics Canada conducts the Census of Population in order to develop a statistical portrait of Canada and Canadians on one specific day. The census is designed to provide information about people and housing units in Canada by their demographic, social and economic characteristics.

The Census of Population is a reliable basis for the estimation of the population of the provinces, territories and municipal areas. The information collected is related to federal and provincial legislative measures and provides a basis for the distribution of federal transfer payments. The census also provides information about the characteristics of the population and its housing within small geographic areas and for small population groups to support planning, administration, policy development and evaluation activities of governments at all levels, as well as data users in the private sector.

Intent of the process

The pool of qualified candidates established from this process may be used to staff similar positions for the 2021 Census with various linguistic profiles, tenures, conditions of employment and/or security clearances.

Positions to be filled: 1

Information you must provide

Your résumé.

Contact information for 2 references.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Completion of secondary school or an acceptable combination of education, training and/or experience.

Degree equivalency

- Experience providing computer user support for applications and portals and the operation of hardware and software, including the Microsoft Office Suite, in a local network environment.
- Experience in troubleshooting and resolving computer equipment failure and problems (including printers, personal computers and peripherals connected to a local network or stand-alone).
- Experience in the operation and support of computer hardware, software and peripherals.
- Experience in providing information technology (IT) support services to clients in a Windows network environment.

The following will be applied / assessed at a later date (essential for the job)

English essential

Information on language requirements

Ability to provide technical support to users.
Ability to assess and resolve technical problems.
Ability to communicate effectively .
Ability to follow guidelines, procedures and user manuals.

Judgement
Reliability
Client-service orientation
Professional, respectful behaviour

The following may be applied / assessed at a later date (may be needed for the job)

Experience in remote troubleshooting with users who have little technical experience.

Knowledge of Microsoft Windows 10
Knowledge of Office 2013 and/or Open Office
Knowledge of IT networks and security principles and practices.
Knowledge of Active Directory.
Knowledge of the Network Use Policy and Standards of Services in a Public Organization.
Knowledge of inventory control methods.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Overtime may be required depending on operational requirements.

Conditions of employment

Reliability Status security clearance

Have a secure office space and a private area at your place of residence to make confidential phone calls
Have reliable internet access at your place of residence

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Candidates' qualifications may be assessed through screening questions, written tests, interviews and/or references. Candidates may be eliminated at any point during the selection process if they fail to demonstrate any of the essential criteria through their behaviour, for example, through: communication with Human Resources, informal discussion, selection interview, etc.

Internal reference contacts are not restricted to the list of names given by the candidate. The Selection Committee reserves the right to contact other references within the federal public service.

A random or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca/

As an excluded employee, you will be subject to the majority of the provisions of the Public Service Employment Act with some exceptions. Your employment will be subject to the following:
• You will not be eligible for internal appointment processes or deployments, except for acting appointments and deployments made to positions excluded by the Statistics Canada Census and Survey Related Term Employment Exclusion Approval Order (EAO).
• You will not be eligible for indeterminate status as a result of your employment in the Census program; time spent as an excluded employee will not count towards the three-year term to indeterminate conversion.
• You will be entitled to seven days' notice if you are rejected on probation.
• You will be entitled to seven days' notice when your employment ends, should your services no longer be required by reason of lack of work, the end of the census cycle or the transfer of work to other staff.

Depending on the requirements of the position(s) being staffed from this process, for current or future vacancies, any or all of the asset qualifications, operational requirements, and organizational needs may be applied at the time of staffing. Candidates may be contacted and assessed against these criteria at any time during this process.

Only on-line applications will be accepted. All job applications must be submitted through the Public Service Resourcing System (PSRS).

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.